Help Desk Support

Purpose of Job:
Hands-on management and development of Help Desk support services for IT.  Serve as the focal point for effective and reliable support of IT based systems and services while providing positive, upbeat solutions and customer interactions.  Work independently and in a team environment to implement PC support policies, procedures and systems while ensuring conformance with company and IT objectives. 

Principal Duties and Responsibilities: 
1. Daily management of Help Desk requests and priorities.
2. Provide tier-1 Help Desk support for all service requests entering the Help Desk.
3. Establish and ensure compliance with Help Desk processes, procedures and standards.
4. Maintain and upgrade PC software and operating systems.
5. Install and configure desktops, laptops, printers, mobile, and tele/video equipment according
  to company standards.
6. Manage after hours schedule for on call Help Desk coverage.
7. Ensure availability and reliability of IT systems and services.
8. Manage Help Desk service requests through to satisfactory completion, serving (at times) as the
  liaison between end-users and IT.
9. Setup and install Dell PCs in compliance with company-wide lease procedures.
10.  Identify and implement Help Desk service enhancements.
11.  Provide user support on PC-based issues.
12.  Maintain inventory of IT hardware and software
13.  Maintain service contracts on appropriate hardware and software to ensure efficient operation
  and a supported upgrade path.
14.  Keep abreast of technical developments in the PC software/hardware environment through training,
  technical publications, research, and industry specific events.
15.  Participate in IT strategic planning as it pertains to Help Desk service and technology.
16.  Investigate, analyze, and recommend services and technology improvements to IT management.
17.  Assist other group members with developing skills around Help Desk services and technology. 
  Provide leadership with planning, coaching, and on-the-job training as it relates to Customer Service.
18.  Assist and provide backup in LAN/WAN network and server administration.
19.  Provide backup support with client software installs and connectivity.
20.  Maintain network accounts to include, but not limited to:  new user network accounts, telephone
  systems, telephone switch software, desktop phones, telephone extensions, voicemail and email.
21.  Perform new user computer orientations.
22.  Provide backup support for Web related functions.
23.  Assist users in identifying technology and service needs.  Prepare project reports documenting
  scope, benefits, resource requirements, and cost analysis, as appropriate.
24.  Perform and assume other duties and responsibilities as may be required at the direction of the
  IT Management.

Challenges:
* Establishing and collecting Help Desk metrics and measurements.
* Establishing and maintaining effective communication with users and managers across multiple
locations.
* Designing and implementing support solutions within budget that meet individual user and
departmental requirements.
* Working cooperatively and positively as a technical leader/member of assigned teams.
* Designing and implementing support solutions based on business requirements while enabling
the company to be more competitive in current and future markets.
* Keeping up with user requests and anticipating user needs across multiple locations.

Technical Knowledge/Skills:
* Bachelor’s Degree with 2+ years of IT related customer/technical support.
* Exceptional customer service skills and attitude.
* Excellent communication skills (written & verbal) with attention to detail.
* Proven, logical troubleshooting skills.
* Experience with the follow products is a plus:  MS Office, Outlook/Exchange, Treo PDAs,
Windows Mobile devices and cell phones, Tele/Video communication systems, McAfee, Dell PCs,
Oracle software, other standard Microsoft products, etc.

 

NOTES:  Management retains the discretion to add or change duties of the position at any time. 
  The incumbent is required to be thoroughly familiar with the company’s Equal Employment
  Opportunity policy and to know and adhere to the company’s Affirmative Action Plan to
 prevent discriminatory action because of race, color, sex, age, handicap, religion or
  national origin.